Perfomance Measures



PERSPECTIVE

OBJECTIVE

METRIC(Perfomance Measure)

FINANCIAL

O1-M1- Amount of Net Total Revenue

O1-M2- Gross Profit Margin

O1-M3- Net Profit Margin

O1-M4 – Operating Income

O1-M5 – Operating Margin

O1-M6- Receivables Turnover Value

01-M8- % Return On Equity

O2-M1 – % of Operating Income to Gross Profit
O2-M2 – % of Operating Income to Net Profit

O3-M1 – % change of Gross Profit Margin

O3-M2 – Average Sales per customer

O3-M3 – % Cash Sales to Credit Sales ratio

PERSPECTIVE

OBJECTIVE

METRIC(Perfomance Measure)

CUSTOMERS & STAKEHOLDERS

O4-M1 – % stakeholders satisfaction
O4-M2 – % Provider satisfaction
O4-M3 – % Employee Engagement
O4-M4 – % Employee Satisfaction

O5-M1 – % Overall customer satisfaction
O5-M2 – % Customer perception of value
O5-M3 – % Net promoter Score

O6-M1 – % of Customer Increase
O6-M2 – % Corporate customer retention
O6-M3 – % Customer Profitability

O7-M1 – % Customers Referal Value
O7-M2 – % Exceeding Customer Expectation
O7-M3 – % Inquires converted to sales

PERSPECTIVE

OBJECTIVE

METRIC(Perfomance Measure)

INTERNAL OPERATIONS

O8-M1 – % Accredited Courses & Programs
O8-M2 – % Accredited training certificates
O8-M3 -% Capacity utilization
O8-M4 -% Trainers productivity
O8-M5- O8-M5 – Value of Training Hour
O8-M6 – % Errors in training materials and certificates
O8-M7 – Time required for counter registration of trainees
O8-M8 – Time required for Accredited certificates delivery to trainees
O8-M9 -% of availability of training material
O8-M10 – % of training quality (class vs lab)
O8-M11 -% of readiness in training environment
O8-M12 -% Of Quality of Trainer
O8-M13-% Of Quality of Training Material
O8-M14-% Of Quality of Course Delivery
O8-M15-% Of Knowledge improvement
O8-M16-% Of Learning Contribution of Trainees

O9-M1 – # of visits to website
O9-M2 – # of Actual offered products & services
O9-M3 -# of marketing and and events executed
O9-M4- # of CSR programs Implemented
O9-M5 – # of social media likes & hits
O9-M6 -# of represented brands exclusively

O10-M1 – % Return on Products Develop expenses

O11-M1 – % of archived data and information
O11-M2 -# of meeting held monthly
O11-M3- % General performance improvement

PERSPECTIVE

OBJECTIVE

METRIC(Perfomance Measure)

PEOPLE, TOOLS & TECHNOLOGY

O12-M1 – % System and internet availability
O12-M2 – % Automated process & services
O12-M3 – % Coverage of IT requirements
O12-M4 – % of system update on time
O12-M5 – % website up time
O12-M6- IT maintenance requests response time until fixing -Days

O13-M1 – % of high performance employee
O13-M2 – # of achieved performance appraisals
O13-M3 – % full time trainers
O13-M4- % Resolved violations to standards

O14-M1 – % of spending of budgeted training
O14-M2 – % of employees trained
O14-M3 -# of training days per employee

O15-M1 – % Compliance to safety standards
O15-M2 – Organizational readiness Index
O15-M3- # of Accidents at work
O15-M4 – Job satisfaction index

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